1. A service provider that wants to be perceived as empathetic should allow its employees to customize the services to meet the specific needs of each individual customer.
A: TRUE
B: FALSE

2.When considering customer satisfaction/dissatisfaction, the ability of the service providers to correct service delivery system failures is very important.
A:TRUE
B:FALSE

3.A customer's refusal to comply with park regulations when riding a roller coaster in an amusement park will have no effect on his or her level of satisfaction.
A:TRUE
B:FALSE